Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a unified platform for HR, IT, and Finance. They are seeking a Customer Support Specialist for their Global Payroll team to troubleshoot payroll issues, guide customers, and develop support documentation.
Responsibilities
- Troubleshoot and resolve payroll-related issues and guide customers through payroll processing, tax filing, and compliance questions
- Become the go-to product expert on our Global Payroll and HR capabilities for customers in your designated region
- Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams
- Analyze customer support interactions to identify trends, pain points, and opportunities to improve the support experience
- Partner with regional Product Managers to provide insights on support volume, customer feedback, and critical compliance concerns
- Serve as a senior resource and point of escalation for Customer Support Specialists on complex, region-specific payroll issues
- Personally own and resolve the most challenging customer cases by leveraging your deep platform and country-specific payroll expertise
Skills
- 1-4 years of customer support experience in US Payroll domain
- Excellent analytical and problem-solving skills, with a proven ability to investigate and resolve complex payroll discrepancies
- Bachelor's degree
- Time management skills and ability to prioritize
- Excellent communication skills, both written and verbal (in English)
- Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST
- Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred
Benefits
- Competitive salary + benefits + equity
- Rippling highly values having employees working in-office to foster a collaborative work environment and company culture.
- For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
- Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process.
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